Legal

Privacy Policy

Glow Up Lab respects your privacy and is committed to protecting your personal information.

When you place an order, contact us, subscribe to our mailing list, or use our website, we may collect information such as your name, email address, telephone number, delivery address, billing information, order details and website activity.

We use this information to:

  • Process and deliver your orders
  • Communicate with you about your order
  • Provide customer support
  • Improve our website and services
  • Prevent fraud and maintain website security
  • Send marketing communications where you have agreed to receive them

Your personal information may be shared with trusted service providers where necessary to fulfil your order, including payment processors, courier companies, Shopify and other service providers used to operate our business.

We do not sell your personal information.

We take reasonable measures to protect the personal information entrusted to us and process personal information in accordance with applicable South African privacy legislation, including POPIA.

You may contact us if you would like to request access to, correction of, or deletion of your personal information where applicable.

Contact:
team@theglowuplab.co.za

By using our website, you acknowledge this Privacy Policy.

TERMS OF SERVICE

Terms of Service

By using the Glow Up Lab website or placing an order with us, you agree to these Terms of Service.

Products

We make every reasonable effort to display our products, colours, descriptions and specifications accurately. Colours may appear slightly different depending on your device or screen settings.

Product availability may change without notice.

Pricing

All prices are displayed in South African Rand (ZAR) unless stated otherwise.

We reserve the right to update prices, promotions and product information at any time. The price applicable to your order is the price displayed at checkout when your order is placed.

Orders

Glow Up Lab reserves the right to cancel or refuse an order where reasonably necessary, including where:

  • a product is unavailable
  • an obvious pricing or listing error has occurred
  • payment cannot be verified
  • fraudulent or suspicious activity is suspected

If we cancel an order after payment has been received, the applicable amount will be refunded.

Payments

Payments are processed through secure third-party payment providers.

Glow Up Lab does not store your complete payment card details.

Delivery

Customers are responsible for providing accurate delivery and contact information.

Glow Up Lab cannot be held responsible for delays caused by incorrect information supplied by the customer, courier delays, circumstances outside our reasonable control or unsuccessful delivery attempts.

Product use

Customers must follow all supplied product instructions and safety guidelines.

Glow Up Lab is not responsible for damage arising from misuse, unauthorised alteration or use contrary to the product instructions, subject always to applicable law.

Intellectual property

All Glow Up Lab branding, website content, graphics, photographs and original written material may not be copied, reproduced or commercially used without permission.

Applicable law

These terms are governed by the laws of the Republic of South Africa.

Nothing in these Terms of Service is intended to limit any consumer rights that cannot lawfully be excluded under South African law.

Contact:
team@theglowuplab.co.za

RETURNS & REFUND POLICY

Returns & Refund Policy

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective or incorrect, please contact Glow Up Lab within 24 hours of delivery and provide:

  • Your order number
  • A clear description of the problem
  • Clear photographs and/or video showing the issue

This allows us to investigate and assist you as quickly as possible.

Used products

We do not accept change-of-mind returns of products that have been used, where permitted by law.

Products damaged through misuse, improper handling, unauthorised modification or failure to follow the supplied instructions will not be regarded as manufacturing defects.

Change of mind

Glow Up Lab does not voluntarily offer change-of-mind returns beyond any rights that may apply under South African law.

Defective goods

Where a product is genuinely defective, your rights will be handled in accordance with applicable South African consumer legislation.

The Consumer Protection Act provides an implied warranty of quality and, in qualifying circumstances, allows defective goods to be returned within six months for repair, replacement or refund.

Free gifts

If a refund requires the original order to be returned, any promotional gift supplied with that purchase must also be returned where applicable.

Refund processing

Approved refunds will generally be returned to the original payment method.

Processing times after approval may depend on your bank or payment provider.

Please contact us before returning any item so that we can provide the correct return instructions.

Returns contact:
team@theglowuplab.co.za

SHIPPING POLICY

Shipping Policy

Glow Up Lab delivers throughout South Africa.

Order processing

Orders are processed after successful payment confirmation.

You will receive tracking information once your order has been dispatched.

Delivery times

Estimated delivery times may vary according to:

  • Your location
  • Courier volumes
  • Public holidays
  • Promotional periods
  • Circumstances outside our reasonable control

Any delivery timeframe displayed on our website is an estimate unless specifically stated otherwise.

Tracking

All applicable orders are sent with tracking.

Once your parcel has been dispatched, tracking information will be sent to the contact details supplied with your order.

Delivery information

Please make sure your:

  • Delivery address
  • Contact number
  • Email address

are correct before completing checkout.

Glow Up Lab cannot guarantee that an address can be changed after an order has been processed or dispatched.

Additional courier costs may apply where an order needs to be re-delivered because incorrect delivery information was supplied or delivery could not be completed for reasons attributable to the recipient.

Courier delays

Once an order has been dispatched, unexpected courier delays can occasionally occur.

If your parcel appears delayed or lost, please contact us and we will assist with investigating the delivery.

Damaged parcels

If your order arrives visibly damaged or the product inside is damaged, please contact us within 24 hours of delivery with your order number and clear photographs or video.

Contact

For delivery enquiries, contact:

team@theglowuplab.co.za